Using Six Sigma to Prevent Duplicate Medical Record Requests at Blue Cross Blue Shield

Abstract

Multiple duplicate record requests from healthcare providers make it difficult for Blue Cross Blue Shield of Montana to operate efficiently. Duplicate requests create extra work and cost defects. We are seeking a zero-cost solution that resolves this problem by using the Six Sigma Methodology to identify the key variables that drive the defects. The method includes using statistical tools to assure causation and significance, thereby allowing us to solve the real issues.